Track Manager - ServiceNow, IT Service Management

Mississauga, Ontario

Job Summary

• Provide advanced technical leadership for end‑to‑end major incident management, leveraging deep expertise in enterprise IT ecosystems, clinical application dependencies, and multi‑tier infrastructure to rapidly diagnose complex failures and restore services through engineered workarounds or permanent solutions.
• Govern and continuously refine service delivery frameworks by enforcing technical standards, operational policies, SOPs, and ITIL‑aligned best practices, ensuring consistent, high‑quality service performance across Lumexa’s mission‑critical clinical and non‑clinical environments.
• Lead high‑severity incident investigations with specialized analytical methods, conducting technical bridge calls, coordinating cross‑functional engineering teams, and delivering precise, real‑time stakeholder communication to minimize clinical workflow disruption.
• Develop, manage, and execute technically detailed action plans with clear ownership, measurable milestones, and defined remediation paths, ensuring cross‑team alignment and timely closure of complex technical issues.
• Drive continuous improvement initiatives by analyzing recurring patterns, optimizing operational workflows, enhancing knowledge repositories, and implementing automation‑driven efficiencies across infrastructure, application, and service desk layers.
• Strengthen observability across Lumexa’s IT landscape by monitoring telemetry, identifying early warning indicators, and applying predictive analysis to proactively mitigate performance degradation, system instability, or clinical workflow risks.
• Maintain, enhance, and operationalize specialized tools and platforms—including ServiceNow, automation components, and observability frameworks—to improve the speed, accuracy, and effectiveness of major incident response.
• Collaborate with infrastructure, application, and service desk teams to architect and align support models, escalation paths, and workflow routing mechanisms tailored to Lumexa’s clinical and operational requirements.
• Strengthen escalation governance and feedback loops by implementing structured communication models, improving transparency, and ensuring accountability across all support tiers and vendor partners.
• Monitor service performance using advanced analytics, identify deviations from expected baselines, and drive corrective actions to ensure compliance with contractual SLAs and operational KPIs.
• Contribute specialized expertise to GenAI and Agentic automation initiatives, including the design, validation, and rollout of NOW Assist capabilities, ensuring alignment with Lumexa’s clinical workflows and ServiceNow architecture.
• Maintain comprehensive and technically accurate documentation—including architectural diagrams, escalation matrices, incident logs, PIRs, and service health reports—to support Job Role : Track Manager - ServiceNow, IT Service Management Job Summary : Customer Success Manager Job Description : In addition to theoretical knowledge, his early career as a Facility Maintenance Engineer provided hands on experience with operating system installation, network configuration, Lotus Notes administration, hardware troubleshooting, and end user computing support. This role required diagnosing failures across distributed systems, ensuring operational continuity, and maintaining service availability—skills that remain fundamental in supporting clinical imaging environments where uptime directly impacts patient care.

Key Responsibilities

NA

Skill Requirements

NA

Other Requirements

supported several major global clients in roles requiring advanced technical leadership, workflow engineering, and operational governance. His experience includes leading major incident management across multi tier environments, designing and optimizing ITIL aligned service delivery frameworks, implementing observability and telemetry driven monitoring models, and coordinating cross functional engineering teams during high severity incidents. He has worked extensively with clinical and non clinical workflows, including radiology systems, imaging platforms, and enterprise IT ecosystems. His responsibilities have included developing SOPs, escalation matrices, and governance structures; executing transition and transformation initiatives; and driving automation based improvements across infrastructure, application, and service desk layers. This background has equipped him with the specialized knowledge required to support Lumexa Imaging’s radiology and enterprise IT operations in Canada.

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